Enablement Process and Improvement Manager

Company:

Marsh

Description:

Develops, analyzes, implements and oversees short-term and long-term strategic business processes and plans to increase operational efficiency, meet organization strategic vision and achieve financial goals. Develops, presents and implements business case recommendations and tactical/operational strategies based on analysis of global and industry trends, organization objectives and key stakeholders. Manages, identifies and develops strategic partnerships with business functions, management, and other internal/external stakeholders. Identifies and analyzes organization strengths, weaknesses and business opportunities to advise management and optimize business strategies. Monitors industry trends, competitor actions, economic developments and regulatory environments to identify and plan for expected impact on business operations.

Job Family Description

Helps leaders develop and carry out their short and long-term business plans. In close partnership with management teams, they research and develop business cases for key strategic initiatives, prepare tactical implementation plans, and manage critical projects.

 

Job Resume

 

Lead the design, analysis, reporting, and continuous improvement of processes associated with the Service Delivery Practice across the client and colleague experience, continuous process improvement, and tool and tech innovation towers. The role strengthens operational efficiency, client experience, stakeholder decision-making, and adoption of productivity tools through data-driven analysis, performance reporting, KPI management, structured improvement methods, and cross-functional collaboration. Makes an impact as a seasoned, professional individual contributor, ready to manage projects, work independently, help teammates thrive and collaborate with stakeholders across Marsh.

 

Responsibility Statements

 

 

Client & Colleague Experience

Design practical, user-centered solutions that improve client and colleague experience and support efficient operations.

Develop reporting, metrics, and KPI views to monitor service delivery, colleague experience, and improvement of progress.

Gather, analyze, and present data to support decision-making, stakeholder needs, and risk-aware operations.

 

Talent Development

Support organizational development by creating change execution frameworks and enabling TOM deployment.

Strengthen talent management by building a knowledge repository, leading change management efforts, facilitating development initiatives, and supporting engagement programs. 

Plan and prioritize the training calendar (new hire waves, refreshers, and ad hoc requests), aligning timing, capacity, and priorities with Service Delivery Practice leaders.

Gather feedback and assess training needs to identify skill gaps, onboarding requirements, recurring pain points, and adoption challenges, translating them into a prioritized training roadmap.

Own the curriculum architecture and role-based learning paths, setting standards and priorities for the content team and ensuring materials are current, versioned, and approved in the LMS.

 

Continuous Process Improvement

Lead business analysis and improvement initiatives, including scope of definition and business case development.

Analyze processes to identify inefficiencies, root causes, and opportunities for standardization and performance improvement.

Track benefits and translate findings into actionable recommendations for operational adoption.

Tool and Tech Innovation

Work across teams to identify and support innovation and better ways of working.

Evaluate and implement tools, automation, and AI-enabled solutions to improve productivity and service delivery.

Contribute to innovation forums and working sessions focused on process improvement and solution deployment.

 

Requirements:

• 5+ years of experience

• Preferred Education: University Degree – Post graduate degree desired.

• Language Requirements: Must be fluent in English (spoken and written). C1+. Only CV's in English will be considered.

 

Marsh (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit marsh.com, or follow us on LinkedIn and X.

Marsh is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.